Customer Success Manager(Salesforce Exp mandate)

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

• • We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

    For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.
    
    We are currently looking for a versatile Customer Success Manager with expertise in Salesforce to join our team. In this role, you will act as an extension of our customer's workforce, offering guidance and advice to ensure they receive a significant return on investment with Salesforce.
    As a CSM, you will be responsible for identifying and addressing both technical and business concerns and requests, aligning them with customer priorities, projects, and problems. You will bring senior-level expertise and will be responsible for coordinating all deliverables the customer is entitled to, including overseeing the day-to-day customer experience from onboarding through Signature contract renewal and expansion. As the main point of contact for the account's success, you will work closely with Product Management, Sales, Technical Support, and Engineering to lead the customer relationship.

    Shift Timings:

    Candidate should be comfortable working in 24*7 shifts (specifically Night shifts) and the below timings are subject to change basis the business need.
    (5.30/6.30 PM - 2:30/3:30 AM) IST

    
    
    Responsibilities:

    • Customer Success Advocacy: Act as the primary point of contact, leveraging deep industry, product, and technical knowledge to guide them to achieve business objectives

    • Stakeholder Alignment: Develop and nurture strong relationships at key stakeholder levels, aligning with customer needs across various market segments, sizes, and solution complexities.

    • Strategic Guidance: Assess customer goals and capabilities, offer recommendations for ecosystem health, performance optimization, and achieving business and technology objectives.

    • Business Value Delivery: Cultivate executive-level relationships within customer IT and business leadership, solidifying partnership commitments and driving innovation aligned with customers' business challenges and growth potential.

    • Adoption Path & Enablement: Contribute to SF knowledge, community, and training resources, comprehensive adoption plans showcasing current and future states, enabling the customer through an underlying roadmap.

    • Technical Expertise Application: Apply SF / tech product knowledge to address technical concerns, ensure acceptable resolutions, and align platform features with customer priorities and roadmaps. Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.

    • Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities

    • Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.

    Required Skills:

    Degree or equivalent experience required. Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

    • Familiarity with Salesforce product and platform features, governance principles, methodologies, and enterprise architecture.

    • Excellent communication skills to articulate technical issues to diverse audiences.

    • Ability to prioritize customer needs, take ownership, and drive resolutions.

    • Experience with databases, SQL, Windows/Linux Server, and security infrastructure. Strong echnical skills or the ability to acquire in-depth knowledge.

    • Diligent. Nothing gets overlooked.

    • This position will require you to work from your local Salesforce/Tableau office 2 to 3 days a week

    
    Preferred Skills:

    • Experienced professional with 8+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture.

    • Demonstrating expertise in SF or a specific line of business (LoB). Strong consulting skills and validated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.

    Accommodations

    If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

    Posting Statement

    At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

    Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.